The University of Minnesota's (UMN) Office of Information Technology (OIT) seeks 3 Service Desk Consultants for User Support. This is a full-time position that we anticipate lasting 9 months at $25/hour. This staff augment would assist with increased user support needs and increased user contacts due to the Changes to Google Workspace and Email Offerings.
Please note: Current students and employees at the University of Minnesota will not be considered for this position.
Consider a career with the University of Minnesota -- rated by Forbes as one of the Best Employers by State (2019, 2022-2024) and Best Employers for Women (2023). Within the Office of Information Technology (OIT), we currently seek a Service Desk Consultant to join a support team that helps customers build positive relationships with technology to further progress the research, education, and outreach missions for the institution. As part of the team, you would use your unique talents to problem-solve and attend to customers' concerns empathetically and with compassion to support our diverse University community. This position will provide an opportunity to work with multiple groups within the service desk as well as customers across the University and will also contribute time to front-line support activities as time and workload allow.
Job Responsibilities:
Service Desk Responsibilities: (90%)
- Use technical expertise, along with support tools (e.g. TeamDynamix, Knowledgebase, Chat, and System Status) to troubleshoot escalated end user technology issues including non-routine and/or complex problems. Provide support via phone, chat, email, face-to-face, and using remote tools as needed.
- Exercise strong decision making skills and appropriate discretion related to the severity and prioritization of incidents.
- Provide quality control by auditing incident and request records and measuring them against our support standards.
- Create, document, and implement new solutions for our knowledge base.
- Continually build knowledge of new products and service offerings to provide effective advice and guidance to users.
- Drive and perform a variety of special projects (examples include reporting, documentation, sharing of information, training of peers to maintain skill levels relative to current and emerging technologies, and delivery of orientations to new UMN students and staff).
Additional Support Responsibilities: (10%)
- Use technical expertise and customer service skills to provide exceptional support for individual and multiple user devices in workspaces, classrooms, labs and clinics across campus and the Health Care Component.
- Ability to stay connected in real-time communication channels.
- Escalate issues that cannot be resolved remotely, including hardware failure and reimages. Work with hardware vendors to maintain up-to-date knowledge to support hardware troubleshooting.
- Assist Remote and onsite teams within the department as work volumes require.
Qualifications
Please document qualifications on resume.
Required Qualifications:
- Bachelor's degree OR a combination of related education and work experience to equal at least four years.
- Experience and proficiency with multiple operating systems.
- Strong customer focus and experience working in a customer facing role.
Preferred Qualifications:
- Experience in producing end-user documentation and training guides.
- Experience and proficiency with various technologies.
- Commitment to support the University's goal of creating a positive and inclusive campus climate.
Benefits
Working at the University
At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.
The University also offers a comprehensive benefits package that includes:
- Competitive wages, paid holidays, and generous time off
- Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
- Low-cost medical, dental, and pharmacy plans
- Healthcare and dependent care flexible spending accounts
- University HSA contributions
- Disability and employer-paid life insurance
- Employee wellbeing program
- Excellent retirement plans with employer contribution
- Public Service Loan Forgiveness (PSLF) opportunity
- Financial counseling services
- Employee Assistance Program with eight sessions of counseling at no cost
- Employee Transit Pass with free or reduced rates in the Twin Cities metro area
Please visit the Office of Human Resources website for more information regarding benefits.
How To Apply
Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.
Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.
To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.
Diversity
The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu
Employment Requirements
Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.
About the U of M
The University of Minnesota, Twin Cities (UMTC)
The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.
At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).
